6 Replies Latest reply on Nov 1, 2017 5:53 PM by Intel Corporation

    Intel Dual Band Wireless-AC 7265 empty wi-fi connections

    TiagoPereira

      Hello, I recently upgraded my HP Folio 1040 G2 with 4G Module to Windows 10 and I'm having trouble when searching wi-fi networks.

      In the device manager the Dual Band Wireless-AC 7265 is correctly installed. The HP support assistant says it's all installed.

      When I click on the wireless icon it shows an empty dropdown menu and no wifi connections available.

      error.png

      If I add the wireless network manually it works. But if i'm outside and I don't know the wifi ssid I cannot add them manually.

       

      Just realized this happens sometimes. If I click the wifi button again and toggle the airplane mode button occasionally the wireless connections appear again.

      Doing the command "netsh wlan show networks" it shows me all the available connections aldo the menu list is still empty.

       

      It seems to be an interface bug.

       

      Any help? Thanks.

        • 1. Re: Intel Dual Band Wireless-AC 7265 empty wi-fi connections
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello TiagoPereira,

          We understand you have recently upgraded your laptop to Windows® 10, and are now unable to automatically scan and detect wireless networks. However, if you add the connection manually, it works fine.

          In order to better assist you, we would like to take a better look at your current hardware configuration and settings. Please download and run the Intel® System Support Utility, and while connected to a wireless network, select to scan everything. You'll then be able to save this report into a file, and upload as an attachment.

          To enable attachments, make sure to select the option to "use advanced editor" while replying.

          Best regards,
          Carlos A.

          • 2. Re: Intel Dual Band Wireless-AC 7265 empty wi-fi connections
            TiagoPereira

            Hello,

             

            Thanks for the quick replay. The system scan is attached.

             

            Thank you.

            • 3. Re: Intel Dual Band Wireless-AC 7265 empty wi-fi connections
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello TiagoPereira,

              Thank you for this report.

              Considering that your laptop features a 4G Module along side your wireless adapter, it's important to make sure that you've installed all the latest Windows® 10 drivers provided by your computer manufacturer, to avoid OS compatibility issues:

              NOTE: Any links provided for third party tools or sites are offered for your convenience and should not be viewed as an endorsement by Intel® of the content, products, or services offered there. We do not offer support for any third party tool mentioned here.

              - HP EliteBook Folio 1040 G2* Support & Downloads

              Please make sure that your system has the latest network drivers for the 5G module, as well as any applicable firmware updates. It may also be good to ensure that your BIOS is up to date.

              Let us know if this helps.

              Best regards,
              Carlos A.

              • 4. Re: Intel Dual Band Wireless-AC 7265 empty wi-fi connections
                TiagoPereira

                Hello,

                 

                The bios and all the drivers are fully installed and up-to-date.

                I used  HP Support Assistant and HP SoftPaq Download Manager to update everything before submitting my question.

                 

                At the windows 10 logon screen before I enter my windows password if I click in the wireless icon every wifi connection is available.

                This problem occurs only when I'm logged on.

                I tried multiple accounts in this laptop and always with the same result.

                The laptop detects all the wifi connections but only displays them sometimes when I'm logged on and I toggle the airplane mode.

                 

                Thanks

                • 5. Re: Intel Dual Band Wireless-AC 7265 empty wi-fi connections
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello TiagoPereira,

                  Your OS won't allow more than one network interface to be active at a time. Odd, but it's possible that Windows* is disabling your wireless because it detects your 4G as active.

                  We can try to switch to a driver-only installation instead. For this we'll need to clean install your drivers:

                  1. Download and extract our latest IT Admin driver for your adapter: WiFi_20.0.2_Driver64_Win10.zip
                  2. Under Programs and Features in the Control Panel, uninstall any instance of the "Intel® PROSet/Wireless Software." When prompted, choose to "discard settings."
                  3. Go to the Device Manager > Network Adapters > Right click on your Intel(R) Dual Band Wireless-AC 7265 and uninstall it. Make sure to mark the option to "Delete the driver software for this device."
                  4. Clear out your temporary files: Press the Windows* Key + R to open the run box. Type Cleanmgr.exe and press OK. Here you will need to make sure Temporary Files are checked, you may uncheck everything else and press OK.
                  5. Go to the Device Manager > Network Adapters > Right click on your Intel(R) Dual Band Wireless-AC 7265 again, this time choose to "Update driver software..." > Select the option to "Locate and install driver software manually." Here you will need to direct the wizard to the location where you extracted the IT Admin package back in step one.
                  6. Reboot your computer.

                  As another alternative, you could try disabling your 4G module from device manager, to see if this results in your wireless being re-enabled.

                  Best regards,
                  Carlos A.

                  • 6. Re: Intel Dual Band Wireless-AC 7265 empty wi-fi connections
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello TiagoPereira,

                    We haven't heard back from you. Has the issue been resolved?

                    Best regards,
                    Carlos A.